The Service Factory  

Oleh:

Chase, Richard B. ; Erikson, Warren J.

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: The Academy of Management Executive vol. 2 no. 3 (Aug. 1988), page 187-204.
Topik: service; service factory
Fulltext: AA4_02-03_Richard B. Chase.pdf (1.08MB)

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Perpustakaan Pusat (Semanggi) Nomor Panggil: AA4.1 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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There is clear evidence that a large number of US manufactureshave lost market share to foreign competitors in both domestic and overseas markets. less clear is what can be done and should be dont to improve the situation. Chase and Erikson observe that some manufaturers have found a solution that works, and they suggest that more extensive adoption of this solution (which they call the service factory) can have a dramatic impact on the success of US firms in the world market place. The key characteristic that defines the service factory is the inclusion of customer service as an integral part of its product specifications, along with raw material, parts and subassemblies. The result of this new perspective is a factory that excels in both producing goods and providing the associated services that make these goods the premier choice of customers. The authors also address the specific nature of the service factory and its implications for executives.

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